Complaints

This profile includes complaints for Temu.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Temu.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Temu.com

  31 Saint James Ave Ste 355 Boston, MA 02116-4101

• 

  Temu.com

  101 Arch St Boston, MA 02110-1130

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The item (table) was purchased and the delivery was promised to be between apr 29-May 6. The delivery never happened and no tracking info available. The Temu keeps telling me to wait but it is not working for me as I need my refund to buy another table else where . I don't have any table at home and I need it . Temu failed to deliver item on promised date and it caused hardship to me. Thank you

  Business Response

  Date: 05/22/2024

  Hello ****,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order PO-211-*****************-D01 amounting to $631.97 has been refunded to your original payment channel (please see details in PO-211-*****************). Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. Our customer service department has emailed you and offered you a resolution through ticket ****************. Please check your inbox.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:05/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an order may 2. My on may 10 my item updated to delivered. I was at the store when I got the delivery notification from ***** I rushed home and my package was not there reached out to temu nothing. Had to wait a few hours until it updated in their system to delivered. Opened a ticket they said they'd investigate and denied my claim for reshipment or refund opened another ticket it's done the same. Who goes through hoops to get a refund on items they legit did not get? This was a big purchase on temu compared to my usual orders which always included broken or missing items but this time the whole package was gone. clearly something happened to it at no fault of my own. I really want a refund at this point and I'll never give them business again.

  Business Response

  Date: 05/21/2024

  Hello *********,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order PO-211-***************** has been fully refunded to your original payment channel on May 14, 2024. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. Our customer service department has emailed you and offered you an resolution through ticket ****************. Please check your inbox.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

• Initial Complaint

  Date:05/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Products was sent was not what was order. 20 cases of 100 boxes shipping with 4 cases tape together in 5 groups. When refund was process only 1 shipping label was given All 5 grouping was in same order shipped the day. 1 grouping was 2-3 days so I refused. Shipped 1 group with one label. They said they sent the additional shipping but everyday asking me to be patient as they work on getting me the additional 3 label. They already have the 1 grouping i refused and 1 return with 1 return label I got. Still wait on 3 additional return label and refund. To start with they want me to put all 5 grouping of 20 cases in one box. Each groupping of 4 cases tape together weight about 29lbs.

  Business Response

  Date: 05/21/2024

  Hello ******,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. As a customer-centric **********************, we have checked the order details you provided and can confirm that your order PO-211-***************** has been fully refunded to you as a gesture of goodwill, and you do not need to send back the remaining items. Our customer service team has emailed you and offered you a resolution through ticket ****************. Please check your inbox.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:05/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The temu ads are the dumbest and most irritating ads ever. I willneber shop in any tenu sector or any temu associates. Your shittily written publicits are way past harrasment. Never knew a company could make so many people, never wanna use them.

  Business Response

  Date: 05/18/2024

  Hello *******,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your valuable feedback and we are sorry about your experience with our ads. If you want to disable the ads that appear on such websites as your Yahoo backup security account, you can try using an ad blocker extension on your browser. There are many free ad blocker extensions available for popular browsers such as ****** Chrome, Mozilla Firefox, and Safari. These extensions can help block ads from appearing on your browser. Alternatively, you can also adjust your browser settings to block pop-*** and disable personalized ads. This can be done by going to your browser's settings and selecting the appropriate options.
  
  We hope this information helps. If you have any further questions or concerns, please do not hesitate to contact us. We appreciate the opportunity to assist you.
  
  Best wishes,
  ******

• Initial Complaint

  Date:05/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made two order on temu for a upcoming trip ,I saw them at a great price and said why not so I ordered and and then I found something else and ordered again so I had two orders. First thing I noticed both my orders had the same tracking which I found suspicious but I said because they just bagged everything in one so I didnt pay much attention to it. On 05/09/2024 the tracking showed delivered 9:45am I was home around that time when I got the notification I went outside and there was nothing or nobody I asked my neighbor who outside thankfully and said no delivery person came . So i waited until end of day and still no package. I reached out to temu they said they have to escalate it . All the agent said was they cant refund and it shows delivered and thanks for shopping and just close the ticket. I was absolutely shocked that they didnt even try to help they just assumed I received. I reached out to the carrier and opened a investigation and they told me to reach out to temu for a refund for my packages I have been going back and forth it honestly has been a nightmare. The agents are rude and no help. They just send you the same automated replies and close your ticket. So distasteful they cant even provide a proof of delivery they didnt even reach out to the carrier . All I want is my refund Order number PO-211-***************** and order number PO-211-***************** tracking for both is D10015142707657 they have the same tracking. Please refund my money this is unfair

  Business Response

  Date: 05/18/2024

  Hello Sudan,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your combined orders PO-211-***************** and PO-211-*****************. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************. Our customer service department has emailed you and offered you an explanation through ticket ****************. Please check your inbox.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 05/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:05/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  they posted an item with $32 i followed the steps to buy it and when i clicked check out i got another window saying the price change and now the item is $58 and they sked me to submit the payment again if i want to buy . i closed the browser and few minutes after that i figured out that i been charged 32 $ without receiving any order confirmation , i waited 3 days before i contacted them and i submitted all the screenshots showing the charges but they could not locate the order . Then they said , we created a ticket for our team and i still did not receive any refund or the item i was charged for. They refuse to refund me and kept playing game with me, I tried to reach out to them multiple time but the only answer i get is a generic message saying we will take a look at your case and we will keep you updated .

  Business Response

  Date: 05/18/2024

  Hello Farid,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the details you provided and, after our investigation, we can confirm that there is no risk of your account being hacked and your account has only been used in a trusted environment. For the deduction record in the amount of $32.33, if you have any concerns about it, we recommend directly contacting your bank or financial institution to assist you in filing a dispute, known as a chargeback, for any unauthorized transactions if necessary. Should you initiate a dispute against this charge with your credit card issuer or financial institution, we will collaborate with them to resolve the chargeback. The decision to uphold your chargeback request will ultimately be made by the bank, based on their independent assessment process and policies. They will also be responsible for issuing any corresponding refund. The timing of the refund and its credit to your account are subject to the bank's procedures. Our customer service department has emailed you and offered you an explanation through ticket ****************. Please check your inbox.
  
  Furthermore, we want to emphasize that all our payment links have obtained Payment ************************************ (PCI DSS) certification, ensuring the security of customer payment information. Additionally, Temu collaborates with major payment networks, each equipped with its security and authentication protocols for added protection, including **** Secure, MasterCard ID *********************** SafeKey, Discover ProtectBuy, and JCB J/Secure.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

• Initial Complaint

  Date:05/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order ID: ************************ Order total: $25.90 I filed for a refund because of 3 missing items and have been declined a refund despite sending picture of damaged mail packaging on arrival. I paid for these items to the company, Temu, but did not get the items for which I paid. They have been incredibly rude and unhelpful with live chats and have refused to remedy the problem even after sending proof. They are stealing money from customers and refusing to assist in issues relating to poor quality control during shipment. I am beyond frustrated with the poor customer service I have encountered. They do not care about customers.

  Business Response

  Date: 05/18/2024

  Hello ****,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience. We have conducted a thorough investigation with our warehouse team to ensure that all procedures were followed correctly. According to our records and the warehouse's confirmation, we have verified that the correct quantity of goods in your order PO-211-***************** was dispatched from our facility, and there were no discrepancies in the items shipped.
  
  Given that our internal checks have confirmed that the order was sent out in full, we are unfortunately unable to offer a refund or reshipment for the items you have reported as missing. We understand that this may not be the resolution you were hoping for, and we truly regret any frustration this may cause. Our customer service team has emailed you and offered you an explanation through ticket ****************. Please check your inbox.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 05/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Temu continues to avoid responsibility for missing items that I have paid for with a valid receipt. This is utterly disappointing and frustrating that a company would treat customers so unfairly. I feel scammed out by Temu. They refuse to do anything to make this fair and right.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 06/05/2024

  Hello ****,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We completely understand the distress and frustration that you have been through.
  
  After double-checking the details with our colleagues in the relevant department, we can confirm that correct item in your order PO-211-***************** was carefully packed and dispatched according to the order requirements. Our warehouse team has also conducted a thorough review of the shipping process, including reviewing the shipping video, to ensure that the items were shipped in full accordance with the order. Unfortunately, we are unable to fulfill your request for a replacement or refund, as the items were shipped according to the order.
  
  We apologize for any inconvenience this may cause, and kindly request you to double-check your package, including any packing materials, to ensure that the item might not has been inadvertently misplaced. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:05/09/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting unwanted emails from temu I've tried to block them and I've called temu 2 separate occasions and asked them to quit contacting me,I don't want them to email me with there unwanted advertising everyday.So can you please get temu to quit contacting me.Thank you

  Business Response

  Date: 05/16/2024

  Hello *******,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback. We feel terribly sorry for your unpleasant experience. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality.
  
  To manage your notification settings, please go to 'Settings' in your Temu app or on Temu.com, select 'Notifications' and then 'Edit', and toggle the button or slide to 'None.' to adjust preferences for alerts. If you are using Gmail, you may also click on the 'More' button in the upper right corner of the email and choose 'Stop seeing this Ad'. If you see ads on other websites including your browsers, please click the close icon on the upper right corner of the ads to decrease the possibility of the appearance of these ads in the future.
  
  We hope this information helps. If you need further assistance, please message us through Temu.com or Temu app live chat to provide us with more details about the ad delivery so that we can better assist. We appreciate the opportunity to assist you.
  
  Best wishes,
  *******

  Customer Answer

  Date: 06/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I keep getting unwanted advertising emails from temu and I've contacted temu several times to complain about it and I also filed a BBB complaint and I'm still getting unwanted emails from temu . I want temu to please stop contacting me. 

  Business Response

  Date: 06/21/2024

  Hello *******,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thanks for your feedback and we feel terribly sorry for any inconvenience this may have caused. Heartfelt gratitude are also extended to you for giving us a second opportunity to serve you in time.
  
  We have contacted our colleagues in the appropriate department regarding your concerns about unwanted emails. However, due to a large amount of enquiries that we have received for now, please allow some time for us to figure out a satisfactory solution to your case. Our customer service department has also been following on this case and we would inform you as soon as the solution is figured out.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own my company ******** distribution my name is ***************************** I've been ordering with temu for over a year now just last week they refunded my Three orders without my permission which were my inventory for my company they said the reason was they couldn't verify my account when I provided proof. My card name is my name on it. My business is my last name in it and this is not the first time I have made transactions with them so not only have they held me off and do not want to take responsibility. They cost me money cause I don't have the merchandise my clients need. I would like my orders sent out along with store credit

  Business Response

  Date: 05/17/2024

  Hello ******,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  We understand your concern and apologize for any inconvenience this may have caused. Your order PO-211-***************** has been cancelled due to unusual payment activity detected by our risk management system. In order to protect our customers' interests and prevent fraudulent transactions, we need to verify your information before we can proceed with the order. We understand that this may cause some inconvenience, but please be assured that this is a necessary measure to ensure the safety and security of our customers' accounts and transactions. We suggest trying an alternative payment method or placing a new order at a later time. Thank you for your understanding.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 05/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Marked as delivered but I never received it

  Business Response

  Date: 05/17/2024

  Hello *******,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order PO-211-*****************. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****